Complaints

This profile includes complaints for Clayton Homes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clayton Homes, Inc.

  5000 Clayton Rd Maryville, TN 37804-5550

  
• 

  Clayton Homes, Inc.

  3606 Pepperell Parkway Opelika, AL 36801

• 

  Freedom Homes of Alexandria

  6962 US Highway 431 Alexandria, AL 36250-5063

• 

  Clayton Homes of Conway

  1400 E Dave Ward Dr Conway, AR 72032-7132

• 

  Clayton Homes of Bryant

  22524 I 30 Bryant, AR 72022-2572

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home was never strapped down, the house moves when the wind blows they said they didnt have the right stuff when setting up the house and would be back in a few days its been two years and still no straps….ive gone to the office a few times still nothing.

  

  Business Response

  Date: 07/27/2023

  Mr. ******, thank you for sharing your concerns. We have
  been notified by our Danville team that a contractor will be visiting your home
  to install four more straps on the corners.

  Customer Answer

  Date: 08/03/2023

  The complaint hasnt be resolved yet but they are sending someone out to look at the issue.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Purchase date - 2/26/22, house move in date 6/6/22
  - Total cash (cashiers check) $132,924.40
  - Mobile home, delivery, setup, block foundation, landing with steps and extended warranty.
  - Dispute was that we paid $799 for an extended warranty that was not provided, no documentation was provided and I had to call multiple times to even get information since they give the run around and never call back. The house was sold to us for $119,750 + extended warranty.
  - Business denies any extended warranty was purchased
  
  . They are owned by Clayton Homes and they also own French City homes. We payed cash for a home that we purchased on sale $10,000 off the original sticker prices as it was on sale. They offer a 1 year warranty and they don't hold their end of the bargain and quit supporting after 9-10 months. We also purchased a 5 year extended warranty for $799 which overlaps the 1 year the builder provides. In our contract I see the extended protection plan which we signed, but what I did not notice at the time was that this document (we have 3 of the same document that was printed and given to us) say this is optional and shows our signatures When going thru all of our paperwork it does NOT show we purchased the house at the $10,000 discount and does not show anything about the extended warranty. I am not an idiot but as any home owner knows the paperwork is extensive and and has a lot of loopholes & disclaimers as all legal paperwork does. I am also contacting my attorney to start litigation as well just in case nothing comes of this.

  

  Business Response

  Date: 07/26/2023

  Mr. *********, we are sorry to hear of your concerns and are
  happy to review them for you. The Gallipolis location has extended the invite for
  you to meet with them to discuss the information you have to see what resolution
  may be possible. 

  

  Business Response

  Date: 07/26/2023

  Mr. *********, again, the Gallipolis location has extended the invite for you to meet with them to discuss the information you have to see what resolution may be possible. We feel that this is a reasonable first step towards a productive conversation and resolution. 

  Customer Answer

  Date: 07/26/2023

  This is ridiculous!  They have made 0 effort to resolve this issue and the BBB is not a good faith company.  You are absolutely useless and should not exist if you only fuel bad businesses to exist.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new mobile home the end of 2021 but was delivered in 2022. There have been many emails I have for repairs after the mobile home was delivered and set up on concrete runners as they advised to do. We have had multiple times complaints to have the front door repaired. Everything else has been done on repairs. But each time they have sent a contractor out to repair the front door. It looks decent when they are finished but the sheetrock cracks above the door. The last contractor that repaired the door noticed the sheet rock was busted behind the trim. We have daylight coming in from top of door again and sheetrock is cracked really big. I called about it and was told we are out of factory warranty, yet the repairs were done just a couple months before the warranty went out. I believe they should have to warranty the repairs for a time after it's done. All we want is the doorway repaired correctly. We pd good money for this home and that is a terrible look to see when you exit from the house or just sit and see it.. they tried to tell me that I should contact the retailer about the foundation that it could be what is wrong and making it do this. Yet there are no cracks anywhere else but the door way that they have repaired 3 times that keeps coming back. I have showed them pictures of the door not being in the entry way square. Could we please get this fixed correctly and we would be happy .. in the picture you can see the difference in the trim amount it's not square and sheetrock is busted

  

  Business Response

  Date: 07/21/2023

  We are sorry to hear you are still having issues with your home. We have spoken to the Home Center and they have advised they have scheduled service for 7/26 to address the crack over the door, adjust the front door and check the door piers.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** in ***** decided not to bring dirt in on my job,now i have water under my home. They don't care. Door frame is crooked, nails through the floor, siding falling off, duct taped my plumbing instead of properly hanging, sent drunk people to work on my house, told me he wasn't coming back to my house, had to call corporate because i uave 6 months on my warranty. Run as far as you can from these crooks.

  

  Business Response

  Date: 07/21/2023

  Mr. *****, thank you for sharing your concerns. After
  evaluation, it has been determined that the door frame, fascia, and warped
  mirror will be the only items of repair to be addressed. Courtesy work has been
  completed to the land that was not paid for. In regard to the home pad, it has
  passed inspection.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were working with sales agent on buying a manufactured home to put on an empty lot we have in Carrabelle, Florida. We were told that we were able to put a manufactured home on the property and was told that a deposit of $2500 was to be FedExed to facility. After a few days we called the county and was told that we were not able to put a manufactured home on lot and would need to put stick build for storm issues in area. I sent the sales person an email requesting out deposit of $2500 back as we were not able to use their services and not able to put the discussed home on the property. An email was sent back to us that stated a check would be sent out- the date of that email was 6/23/23. We did not receive a check and on 7/3/23 we got a call stating that check was at facility- we told them we are over 3 hours away and can the check be mailed and was told they would send it with tracking number. Still not receiving our refund of our deposit of $2500 on 7/12/23, I called facility and was told that was not sent out yet and would not give a date as to when it would be sent. As of 7/17/23, we still have not gotten refund of deposit of $2500 and have no communication from the company. I am very concerned that they have no intention of returning our money and very disgusted with their business practices

  

  Business Response

  Date: 07/18/2023

  We are sorry to hear of your experience. Are you able to provide the name of the location that you were working with, so we are better able to assist you?

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company was wanting additional information as to location of facility. The location is Clayton Homes of Tallahassee. I have still not gotten the deposit returned.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 07/25/2023

  Ms. ******, we have been notified that our Tallahassee location has been in contact with you providing the tracking number to your refund.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our Huxton II,on April 14, 2023. We immediately began calling and emailing the Clayton Crestview team with our concerns about the air conditioning. The 3rd bath, 3rd bedroom have been warm with bedroom 4 always being the hottest. On June 19, 2023, The Clayton Factory team from Alabama, came and checked out the AC, amongst other factory issues. They went into the attic, removed a large bag of insulation, and did not reveal why only stating “I removed the extra insulation, that should help”. They went to each room and held a temp gun showing how cool the air was blowing, then a second tool that showed what the flow measurement was. The factory team stated that removing the extra insulation “should resolve the temperature issues”On July 13, 2023, the local Clayton team came back out to continue with other repairs that were incurred from either the Factory, the Contractor(s) or the set up crew and offered to take a look in the attic noting there was an issue with the inside temperature. Cory climbed up in the attic and found damage in the main connected above the A/C unit, noted tears in all the duct lines and that the lines were laid improperly. He noted that the insulation was wet and moisture was close to the ceiling drywall because cold air was escaping into the attic from the damaged duct work. He stated that the duct work was NOT installed properly at the factory and that moisture has been building up since the A/C was turned on in April. He stated “this is a major problem, this can cause mold and then all the drywall needs to be replaced. He continued to say if he had not looked at it today, in 2-3 weeks we would be looking at the ceilings being replaced”. He informed us that he was confident that all the insulation was now dry but would return to confirm.The following dates we emailed Clayton Crestview regarding the A/C.April 14, May 30, June 7 &27, July 6, 13 2023We feel this issue has already caused enough damage to the insulation/ drywall mold.

  

  Business Response

  Date: 07/20/2023

  Mr. and Mrs. *******, thank you for sharing your concerns as
  we believe in customer service excellence. We have been informed that someone from
  our Wakarusa location will be reaching out to you as soon as it is possible to
  discuss further.

  

  Business Response

  Date: 07/21/2023

  We sincerely apologize for any inconvenience you have experienced. A factory technician is currently scheduled to inspect the duct system of your home.

  Customer Answer

  Date: 07/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** And ****** *******

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our buying process was good, however the follow through for everything has been horrible. We have had many repairs, but most never were new quality we paid for. The patio door has been replaced, and still have problems. The counter tops have been replaced and the same issue keeps occurring with the counter tops swelling from moisture. Before they replaced the first time they told me not to do the dishes like normal to avoid water on the counter. The shower in the master has leaked since day one. Which has caused damage to the walls. A great portion of the trim work has just fallen off around the house. Then you can see how shabby the windows and such were framed out and uneven. Including one piece where the two half's are joined on the ceiling just fell down right after walking under it. There have been many plastic chunks removed from the water system clogging the faucets. Pushed my feet against the master tub to push myself back and put a hole in the tub. You can see light coming from the outside doors. A lot of the trim pieces to go over seems in the rooms don’t even cover the seems they are off. We definitely got the house built at the beginning of the so called pandemic when no one cared about quality. Even some of the light fixtures were never properly installed. I called about the light not working in the master with the fart fan and they just sent a new fan. Not the problem. Very disappointed. And the carpet to anyone that buys upgrade it is the worst. Go to scrub it and you can’t with anything without making it worse. The flooring is so thin our heavy wood barstool fell and put a hole in it. Hope they are building better, and standing behind their homes after the coronavirus.

  

  Business Response

  Date: 07/21/2023

  Thank you for sharing your concerns as we
  believe in customer service excellence. We have been informed that someone from
  our Wakarusa location will be reaching out to you as soon as it is possible to
  discuss further.

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my Clayton manufactured home from Modern Home Center in Pittsburg, KS on November 13, 2021 for a cost of $92,110.40. It was delivered July 21, 2022. The first time a friend came to look at it a cabinet door came off when she opened it. I replaced the screws on all the cabinets with longer, sturdier screws. Modern Home came and fixed several cosmetic issues. Modern Home closed December, 2022 and gave me the service number at Clayton. I contacted Clayton on Feb. 22, 2023 concerning issues that still needed to be fixed: fasteners that hold drawer rails* ( I've had a drawer sitting on the island since February.) no access door to hot water heater* storm door closure needs tightened or replaced* faulty preset in bathroom had shower temperature at 85*.
  
  Modern Home allowed me to get plumbing issues fixed locally and they always reimbursed me. Because of this agreement with Modern Home, I had a local plumber replace the shower parts for a cost of $282.00. Clayton is refusing to refund the payment. I've had email contact with Clayton on Feb. 22, Feb. 24, April 28, May 11, May 17, and May 18 without any resolution. I believe Clayton is stalling because the One Year Limited Warranty expires on July 21.
  
  I want to be reimbursed for the plumbing and had the remaining repairs made quickly.

  

  Business Response

  Date: 07/19/2023

  Ms. *******, thank you for sharing your concerns as customer experience is very important to us. We have notified our Savannah facility who will be contacting you very soon to discuss further. We appreciate your patience as we work towards a common goal.

  Customer Answer

  Date: 07/26/2023

  Complaint has not been resolved.  I received information from Clayton that the matter had been sent to their Savanna office. I'm waiting for communication from them.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 I entered into a contract to purchase a home through a land/home package. I put 1000.00 deposit down. The land contract fell through when I was unable to obtain the down payment required. At that time, the land appraisal, approximately $500 was paid from the deposit. I have requested a refund of the remaining deposit or an itemized bill to account for the remainder of funds. The finance manager, **** ******, no longer accepts my calls, returns voicemails, or responds to emails. I would like the refund that she had been "working on" for the last 5 montbs returned with an itemized statement accounting for the remaining funds.

  

  Business Response

  Date: 07/10/2023

  *** *******, thank you for providing your feedback. We have reached out to the home center that you were working with and have determined that you are owed a refund of $375. We have attached the invoice for the appraisal showing the cost that was paid from your $1,000 deposit. The refund has been requested from our accounts payable department and will be available at the home center within two weeks. Once it has arrived, you may pick it up in person or request that it is mailed to you. If you have any additional questions, please contact the home center. We wish you the best in your home buying journey and apologize for any frustrations that this delay has caused. 

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a mobile home, a 32X80 Southern Energy home, from Clayton Homes of Jasper in December 2019. We have had issues with our home and trying to get it repaired. It began with our home the moment it was transported. The driver hit a power pole with the front of our home, hitting in the front area of the door and dragging it about 3 feet before stopping.The next came with the home set up. Clayton Homes of Jasper was in a hurry to get it off of their lot. The home was “dropped” and set up in a marked off area, that was “perked” for our septic tank and field lines. Upon inspection we had to have another perk test which Clayton did pay for. We did not get to move in until July 11, 2020. During this time we are trying to get repairs done. Finally a repair man was sent out. He mess up and cause more damage to our home (he took a knife to the garden tub, saying he “fixed” where there were cigarette burns and cut a door on top of the island, resulting in the island being cut also), he constantly stated “our home was cheap shit and a lot of it wasn’t worth repairing.” Most of what was “repaired”, we are not happy with. Most repairs they either “could not do” or “would not do” with reasons ranging from “I don’t have the right tools/materials needed and someone else will have to come out” or “they don’t make those parts anymore and I can’t repair it.” The last time we contacted Clayton, we had been living in our home about 13 months, they claimed they were no longer responsible for repairs to our home. Even though our contract specifically says Clayton is responsible for repairs for the first 5 years. There have been very few things correctly repaired and we still have 3 pages of repairs needing to be completed. Now we have discovered mold in our home! There is no reason why our home should not have been repaired and repaired properly by now. We have multiple cracks in the ceiling, missing molding/trim, cuts in the flooring in the bathroom, etc.

  

  Business Response

  Date: 06/28/2023

  Ms. ********, thank you for sharing your concerns. We have
  been advised that the manager of the Jasper location has recently been in
  communication with you with the intention of setting up a time to visit your
  home. We appreciate your patience as we work towards resolution.